One of the most important pieces of information to help us answer your support case is the debug log that all variants of EditLive can create. Sending through a complete debug log when you first log a support case often significantly shorten the resolution process.
Note: We may need separate logs from one (or more) of the machines exhibiting the issue if those machines differ in a substantive way (operating system, browser or JRE).
There are two main steps to create an EditLive debug log:
- Turn on debugging
- Force the Java Console Window to Open
- Collect Debug Output: Restart EditLive, reproduce the problem and collect the debug information that was produced.
Step 1: Turn On Debugging
Option A - Client-side (Preferred)
You can enable debugging on EditLive directly via the UI. If EditLive fails to load correctly, (and you are using EditLive 7.6 or later) you can use the EditLive Demo to access the menu item. Note: Debugging will remain enabled on the client computer even when you go back to using your own system.
- Load EditLive to edit any piece of content.
- Ensure that there is a check mark next to the "Enable Debug Logging" item in the Ephox menu. If there isn't, select the menu item to check it.
Option B - Server-side
Alternatively, you can turn on debugging by changing the integration source code. This approach will work reliably even if the problem prevents EditLive from loading correctly. Note that this will enable debugging on all client machines.
Different integrations have require slightly different steps to enable debugging:
|ASP||Set the DebugLevel property of the EditLiveForJavaGlobal object
e.g. eljglobal.DebugLevel = "http"
|JSP||Add the attribute debugLevel="http" to your eljglobal tag.|
Before creating an instance of the ELJBean class, call:
This method is not present in early versions of EditLive. If the method is not available for you please add the code below instead:
System.setProperty("org.apache.commons.logging.Log", "org.apache.commons.logging.impl.SimpleLog"); System.setProperty( "org.apache.commons.logging.simplelog.log.httpclient.wire", "debug"); System.setProperty( "org.apache.commons.logging.simplelog.log.org", "debug"); System.setProperty( "org.apache.commons.logging.simplelog.log.com.ephox.editlive", "debug"); System.err.println(System.getProperty("java.version")); System.err.println(System.getProperty("java.vm.vendor"));
Step 2: Force the Java Console Window to Open
To simplify the process of data collection, it is recommended that we set the Java Console window to open each time an applet is run. This window will contain EditLive's debug output.
- Open the Java control panel. On Windows this can be found by opening Control Panel under the Start menu, then double clicking Java.
- Switch to the Advanced tab.
- Expand Java Console and check Show Console.
- Click OK to save your changes.
- When an applet is run, the Java icon appears in the toolbar.
- To show the console, click the icon and select Open Java Console.
- Note that when the browser is restarted in step 3 (below), you will need to trigger Open Java Console again after the Java icon appears in the toolbar.
Step3: Collect Debug Output
Once EditLive debugging is turned on (Step 1) and the Java Console has been set to appear (Step 2), you are ready to collect EditLive's debug output while reproducing the problem you have observed.
- Shut down all instances of your browser.
- Open your browser again, load a the page containing EditLive where the problem is reproducible.
- Go through the steps to replicate the problem you observed previously.
- Copy the entire output of the the Java console and paste it into a new text file.
- Provide this text file to Ephox via support.ephox.com.
What If the Browser Crashes?
If the browser crashes or becomes unresponsive, you may not be able to access the Java console. Fortunately, you can tell Java to also log the console information to disk. Note that this is not required on OS X as the log remains available through the Console application even if the browser crashes.
- Open the Java control panel. On Windows this can be found by opening “Control Panel” under the Start menu, then double clicking “Java”.
- Switch to the “Advanced” tab.
- Expand “Debugging” and ensure that both “Enable tracing” and “Enable logging"
- Follow the process from Collect Debug Output (Step 3) to generate the log.
- You will find a series of files which contain the console output in the directory specified below. Please send all of these files to Ephox.
ws XP C:\Documents and Settings\[User Name]\Application Data\Sun\Java\Deployment\log Windows Vista C:\Users\[User Name]\AppData\LocalLow\Sun\Java\Deployment\log Mac OS X The content remains accessible through the Console application even if the browser crashes. Linux
Why Do We Need a Debug Log?
EditLive debug logs provide a lot of really important information that we use to reproduce any errors you report and pinpoint the cause of them. This information includes everything from the exact version of EditLive you're using, the version of your browser and operating system, the configuration file you're using to the messages that highlight any unusual or outright erroneous situations that might cause problems.
If you are asking a question about configuration or how to do something rather than reporting a possible bug, the debug log is still really useful to let us get a good picture of your situation. The more we know about the way you're using EditLive the better we can answer your question.
The most common cause of delay in support cases is not having enough information to correctly diagnose and replicate the problem. The more information you can provide when you submit your support case, the faster we'll be able to solve the problem.